Returns Policy

1. Your Consumer Rights

Under the Consumer Guarantees Act 1993 (CGA), all products we sell come with guarantees that cannot be excluded. If a product fails to meet these guarantees, you are entitled to a remedy regardless of any other terms in this policy.

The CGA guarantees that products will be of acceptable quality, fit for purpose, match their description, and arrive within a reasonable time. These rights apply to all purchases from Hyper Tyres, whether made online or in person.

For major faults, you choose the remedy:

• A full refund
• A replacement product of the same type and value
• Compensation for any reduction in value

For minor faults, we choose the remedy:

• Repair the product within a reasonable time
• Replace the product
• Refund the purchase price

A fault is considered major if a reasonable consumer would not have bought the product had they known about the fault, or if the product is unsafe, significantly different from its description, or substantially unfit for its normal purpose and cannot easily be fixed.

2. Faulty or Defective Tyres

If your tyres arrive damaged, are defective, or develop a manufacturing fault, you are entitled to a remedy under the Consumer Guarantees Act. This applies whether or not the tyres have been fitted.

What to do:

1. Contact us as soon as you notice the fault at [email protected] or 09 580 2403
2. Provide your order number, a description of the fault, and photos if possible
3. We will assess the fault and arrange a remedy (refund, replacement or repair) as quickly as possible

For faulty products, we will cover the cost of return shipping. If the tyres have already been fitted, we will work with you and the installer to resolve the issue, including covering reasonable removal and refitting costs where the fault is confirmed.

3. Wrong Tyres Supplied

If we send you the wrong tyres (different size, brand or specification from what you ordered), contact us immediately. We will arrange for the correct tyres to be sent and organise the return of the incorrect ones at our cost.

If the wrong tyres have already been fitted before you noticed the error, please contact us and we will work with you to find a fair resolution.

4. Change of Mind Returns

While we are not legally required to accept change-of-mind returns under New Zealand law, we want you to be happy with your purchase. We offer a 14-day change of mind return policy, subject to the following conditions:

• Tyres must be unfitted and in their original, unused condition
• Tyres must be in their original packaging, undamaged and unmarked
• You must contact us within 14 days of receiving the tyres
• Return shipping costs are your responsibility
• A refund will be processed once we receive and inspect the returned tyres

Important: For safety reasons, we cannot accept change-of-mind returns on tyres that have been fitted to a vehicle. Once a tyre has been mounted on a wheel, it is considered used and cannot be resold as new.

5. Ordered the Wrong Size?

If you accidentally ordered the wrong tyre size and the tyres have not yet been fitted, contact us as soon as possible. We will do our best to arrange an exchange for the correct size, subject to availability.

• If the tyres are still at the installer and have not been fitted, we can usually arrange an exchange at no extra cost
• If the tyres have been delivered to your address, you will need to return them (at your cost) and we will send the correct size once received
• Any price difference between the original and replacement tyres will be charged or refunded accordingly

To avoid ordering the wrong size, we recommend using our Ask Charlie tyre advisor or checking the sidewall of your current tyres before ordering.

6. How to Request a Return

To start a return, please contact us with the following information:

• Your order number
• The product(s) you wish to return
• The reason for the return
• Photos of the product and any fault (if applicable)

You can reach us by:

• [email protected]
• 09 580 2403

Please do not return tyres without contacting us first. We need to provide you with return instructions and, where applicable, a return shipping label.

7. Refund Processing

Once we receive and inspect your returned tyres, we will process your refund as follows:

• Faulty products: full refund including original delivery charges, processed within 5 business days
• Change of mind: refund of the tyre purchase price (less return shipping costs), processed within 5 business days of receiving the returned tyres
• Wrong size exchange: price difference refunded or charged once the replacement order is confirmed

Refunds are issued to the original payment method. Please allow up to 10 business days for the refund to appear on your statement, depending on your bank or card provider.

Fitting charges are non-refundable once the fitting service has been performed, unless the fitting was related to a faulty product supplied by us.

8. Cancellations

If you need to cancel an order, please contact us as soon as possible. If the tyres have not yet been dispatched, we can cancel the order and issue a full refund.

If the tyres have already been dispatched, you will need to follow our change-of-mind return process once they arrive.

9. Items Not Eligible for Return

The following items cannot be returned for change of mind:

• Tyres that have been fitted to a vehicle (for safety reasons)
• Tyres that show signs of use, damage or improper storage after delivery
• Special-order tyres that were ordered specifically for you (unless faulty)

These exclusions do not apply to faulty products. Your rights under the Consumer Guarantees Act always apply, regardless of whether a product has been fitted or used.

10. Manufacturer Warranty Claims

If your tyres develop a fault that may be covered by the manufacturer's warranty (such as premature wear or a manufacturing defect), contact us and we will help you lodge a warranty claim with the manufacturer.

Warranty claims typically require:

• Proof of purchase (your Hyper Tyres order confirmation)
• Photos of the tyre showing the fault and remaining tread depth
• The tyre to be available for inspection (either at an installer or returned to us)

Manufacturer warranty terms vary by brand. Warranty claims are assessed by the manufacturer and their decision is final, though your rights under the Consumer Guarantees Act are not affected.